TY  - BOOK
AU  - Suttle, Marilyn
AU  - Vest, Lory Jo
TI  - Who's your gladys?: how to turn even the most difficult customer into your biggest fan
SN  - 9780814414392
U1  - 658.812 S8W4 
PY  - 2009///
CY  - New York
PB  - AMACOM (American Management Association)
KW  - Interpersonal Relations
KW  - Customer Services
KW  - Customer Relations
ER  -